Customer Service Representative Santa Ana, CA (Remote) 12-Month Contract JPC - 19922 Solugenix is assisting a client, a leading financial services company, in their search for a Customer Service Representative. This is a 12-month contract opportunity based out of Santa Ana, CA (Remote). Qualifications: High School diploma or equivalent. 1-2 years of related experience. General knowledge of company products and customer service activities. Proficient in MS Office skills. Must be able to navigate a computerized data entry system or other relevant applications. Responsibilities: These jobs may be found in service-related call center or non-call center environments. Employees perform a host of customer service duties such as receiving calls and requests from the general public, real estate agents/brokers or other agencies. The type of request may depend on the business segment e.g., escrow branches will deal with escrow-related calls. MISG may receive calls related to flood, tax or foreclosure-related transactions. Insurance businesses may receive policy or claims-related inquiries. PISG & SMS may receive technical-related questions. These jobs are generic for broad applicability across the organization. Interfaces with customers to resolve 1st and 2nd tier/escalation customer service calls/queries/problems. Verifies contacts and account information. Examines customer problems and implements appropriate corrective action to respond to customer requests. Escalates queries/requests for action as appropriate to the Supervisor and/or Field locations for immediate action. Maintains and creates logs, reports, records, and files. Investigates, analyzes, coordinates, and tracks complex customer issues and problems. Makes proactive calls to determine accounts requiring close attention, identifies problems and works through to resolution. May interface with offshore call center to answer questions on process or specialized situations. May prepare customer billings, answer questions about billing, and coordinate resolution of billing issues with collections and/or other departments. May do order fulfillment. Receive orders, reconcile information, track on spreadsheets, and follow up with customers. Individual is responsible for adhering to the Client’s Corporation's and the department's compliance and information security policies, practices, and procedures in the performance of the role. Calls and issues are predominantly routine, but may require deviation from standard screens, scripts, and procedures. May assess needs and suggest/promote alternative products and services. Follows established company/department guidelines/procedures and may make recommendations to department policies and procedures. Errors are easily detected and corrected but may cause moderate loss of time or customer/user dissatisfaction. Coordinates with other functions/departments as required. Pay Range for CA, CO, IL, NJ, NY, WA, and DC: $21.82/hour to $21.82/hour. Starting rate of pay offered may vary depending on factors including but not limited to, position offered, location, education, training, and/or experience. Solugenix will consider qualified applicants with a criminal history pursuant to the California Fair Chance Act and Ordinance. Applicants do not need to disclose their criminal history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if we are concerned about conviction that is directly related to the job, applicants will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report. About the Client Our client is one of the world's leading financial services companies based out of Santa Ana, CA. About Solugenix Solugenix is a leader in IT services, delivering cutting-edge technology solutions, exceptional talent, and managed services to global enterprises. With extensive expertise in highly regulated and complex industries, we are a trusted partner for integrating advanced technologies with streamlined processes. Our solutions drive growth, foster innovation, and ensure compliance—providing clients with reliability and a strong competitive edge. Recognized as a 2024 Top Workplace, Solugenix is proud of its inclusive culture and unwavering commitment to excellence. Our recent expansion, with new offices in the Dominican Republic, Jakarta, and the Philippines, underscores our growing global presence and ability to offer world-class technology solutions. Partnering with Solugenix means more than just business—it means having a dedicated ally focused on your success in today's fast-evolving digital world.